AccountId: 011433970860
ContactId: 0cd4690e-5ad8-433b-87ce-020f46ecc20b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97620 ms
Total Talk Time (AGENT): 24070 ms
Total Talk Time (CUSTOMER): 52198 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0cd4690e-5ad8-433b-87ce-020f46ecc20b_20250430T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII]. Um, I was just calling because I just, um, spoke to one of your colleagues earlier because I had an issue with a, uh, a hospital bill that they sent to me and that they said they submitted it to APL, but they say, but they said that the um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, it was expired or termed the, um, the coverage that I have with you guys.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I and I spoke to one of your colleagues like 5 minutes ago. She said that they term, but I'm looking at the website and my um.
[CUSTOMER][NEUTRAL] And my coverage effective date was [PII], so I don't, I don't see why would that, would that be term isn't it for a whole year?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It really depends um that it could be terminated early uh for multiple different reasons if it was through your employer, um, they could have switched to a different provider uh halfway through that has happened several times it's not always that set year um but I can give if you're just needing clarify.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh Lord, hello hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] I don't know if you can hear me hello?